DEPOSIT AND BALANCE PAYMENT
A deposit of 30% – 50% of the total tour price is required upon a confirmation of your booking. Full payment is required depending on the suppliers’ policy or the last minute bookings. Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions.
Your balance can be paid at least 1 day prior to the departure date. So please kindly stop by our office at No 105, lane 36 Hai Ba Trung street – Hoan Kiem dist. – Hanoi to settle. We open week days (from Monday to Saturday) from 8.30 – 12.00 & 1.30 – 5.30pm. We are happy to receive your full payment in cash (VND or USD or Euros) or credit card, if you pay by credit, 3% service charge will be applied.
If you do not have time to visit our office in Hanoi, please inform our sales staffs so we can arrange alternative payment method and advise you.

PAYMENT METHOD
We accept online payment by credit card with VTC PAY, a secured payment gateway for Master Card, Visa, and JCB. We will send you secured payment links once you accept this method.
You can also choose payment by Bank Transfer, Western Union. Please, kindly note that the payment fees are not inclusive in price.
You can choose to pay the remainder of your balance by cash or credit card at our office in Hanoi or Halong Bay. For credit card payments, a 3% bank fee is added for each transaction.

CANCELLATION POLICY
Cancellation by you
Any cancellation should be referred to Cozy Boutique Cruise sales office in writing by email, following these below terms.
Sharing from 1 to 2 cabins
• More than 14 days prior to check-in: No cancellation charge
• From 7 to 14 days prior to check-in: 50% of total rates
• Less than 7 days prior to check-in: 100% of total rates
• No-Show: 100% of total rates

Sharing from 3 to 5 cabins
• More than 30 days prior to check-in: No cancellation charge
• From 15 to 30 days prior to check-in: 25% of total rates
• From 7 to 14 days prior to check-in: 50% of total rates
• Less than 7 days prior to check-in: 100% of total rates
• No-Show: 100% of total rates

Charter/Sharing from 5 cabins
• More than 45 days prior to check-in: No cancellation charge
• From 35 to 45 days prior to check-in: 25% of total rates
• From 20 to 34 days prior to check-in: 50% of total rates
• Less than 20 days prior to check-in: 100% of total rates
• No-Show: 100% of total rates

Cancellation by us
We reserve the right to cancel your booking under some unavoidable circumstances like: weather conditions, wars, civil strife, industrial disputes, natural disasters, terrorism, technical issues or order from the Local Authority. If we cancel your booking, you can either get a refund or accept an alternative from us of equivalent or similar standard and price, if one is available, and we will always refund the difference in price if the alternative is of a lower standard and price.

Cancellation by weather conditions (controlled and informed by local authority)
Without prior notice, the cruise trip could be postponed, shortened or cancelled due to unexpected bad weather, including storm/ typhoon (summer), cyclone, thunder storm, foggy days (winter), monsoon (winter)… The cruise operation is out of Cozy Boutique Cruise’s control under these weather issues.

• Halong Bay cruise operation is managed and regulated by Halong Bay and Authority Management Board. They decide the cruise operation allowance every day for both overnight and day cruise.
• In the event of bad weather conditions, THE MANAGEMENT BOARD RESERVES THE RIGHT TO MAKE FINAL DECISION OF CRUISE

CANCELLATION.
• The final decision of cruise cancellation is made in the morning on the day of bad weather if there are no pre-notice in advance. Local authority also reserves the right to cancel trip at any time for highest safety level of passengers
• Reasons for cruise cancellation are usually known as: tropical storms (in summer), foggy weather, tropical monsoon, cyclone, strong wind… (in winter).
• Cruise cancellation is more often in Halong Bay those days and BEING MORE UNPREDICTABLE in accordance with weather conditions during the year.
• In the event of cruise cancellation, Cozy Boutique Cruise will inform guests/ travel agents as soon as possible for detail of cancellation risk, possible situation and alternative options to help you plan your trip.

Possible Scenarios and Refund Policy
Cruise Cancellation is informed before you start from Hanoi
Information will be given via phone, email to guests/ travel agents at soonest. Full refund will be made with suggestion of possible alternative options.
• Before tours start from Hanoi city: Refund is made in full
• After guests arrive in Halong Bay: Tour cost based on completed service: meals, transfer, day boat trip only, the rest will be refunded
• Guests are staying on board, trip is shortened: Tour cost based on completed service: trip length, meals, transfer, activities…, the rest will be refunded.

Notes for Passengers
• Passengers using service with travel agents, please contact your travel agents for arrangement of alternative service, transportation and refund.
• In case of bad weather, the local authority might order cruising boat to get back harbor earlier than stated in itinerary; no refund will be given in this case.
• The weather becomes more unpredictable without any clear sign on weather forecast board of Vietnam or worldwide. The final information can be given at very last minute with many changes.
• Cozy Boutique Cruise always comply with local authority’ decision for the highest safety level of passengers
• In the event of bad weather, the programs are subject to change without prior notice.
• In the case of cruise cancellation, according to your booking, we will arrange the transportation back to Hanoi at soonest.
• The above price is applied in case of cruise cancellation and might be changed with communication to passengers.

CHILDREN POLICY
• Child under 4 years sharing fully paid cabin with parents: No additional charge, limited to one child per cabin (for sharing or charter option).
• For sharing option (1):
- Child from 4 to 12 staying on separate bed: charge 75% adult price.
- Child from 5 to 6 sharing fully paid cabin with parents: cost 40USD /child (for 2D1N), and 80 USD/child (for 3D2N) for visiting frees and food.
• For charter option (2):
- Child under 4: Free of Charge
- Child from 4 to under 6 years will be charged 20 USD for food arrangement
- Child from 6 to 11 years will be charged as adult: Charged 75%
- Child from 12 years will be charged as adult

All cancellations must be received in writing, sent to us via email. Before a determination regarding a refund can be made, all cruises documents must be returned to Cozy Boutique Cruise. All refund requests pertaining to cruise and other service are subject to final review by Cozy Boutique Cruise.

In case of tour cancellation by bad weather, refund will be made fully or partly based on service that has been delivered to customers before cancellation.

Please note that, refund does not including service fee for payment by credit card or online payment.
No refunds will be made for unused services or no-shows. It is up to 28 days for any refund to appear in your bank account statement.

LIQUOR AND BEVERAGE POLICY
We have drinks including alcoholic and non-alcoholic beverages on board. Guests are not recommended to bring these drinks. If you would like to request any special alcoholic or non-alcoholic beverages then please contact our Sales and Reservation Department in advance.

INSURANCE
Insurance on board is purchased for passengers due to the requirement of Vietnamese law, and it covers only the basic accidents so we strongly recommend you purchase your own insurance before departing for Vietnam and before joining the cruise with us.

TRAVEL DOCUMENTS
Service Voucher will be compiled after the deposit has been received and sent to guests prior to departure. These documents will be sent via email, and should be printed out by participants and retained as a receipt.
It is the guest’s obligation to obtain a valid passport, visas and public health documents, travel insurance for your travelling time in Vietnam.

PERSONAL PROPERTY AND BELONGINGS
• In general, customer’s luggage is sent directly from harbor to the boat and back by our transfer service. Thus, all of your valuables, fragile or perishable things including your electronic devices (computer, mobile phone, Ipad, tablet, digital camera…) money, passports should be kept by your side, in your hand bag. Cozy Boutique Cruise will not be responsible for any loss or damage with these things stored in packed luggage. Others like clothing, footwear or bulky items you can put in your checked baggage.
• Flammable and dangerous goods, such as firearms, ammunition, firewood, weapons, etc. are not permitted on boat.
• When onboard, personal items of value can be stored at the reception. Ensure our duty manager acknowledges receipt of your valuables.
• In case of loss or damage, you need to report to us immediately and we will check and solve the problem together. Cozy Boutique Cruise is limited in our liability for customer’s personal belongings.
• For the missing items, our staffs always take care of this issue and report any missing after cruise. If you forgot your items on board, please give us specific information of your stuff, we will find them and make every effort to return items left on boat to the owners. You can receive lost items at our office in Hanoi or we can send them directly to you and you will pay for shipping costs. We are not responsible for any missing items reported after you returned home or moved to other destination.

RESPONSIBILITY
Once we confirm the reservation with you, all possible care is taken to ensure that the services supplied maintain the highest possible standards and follow what we describe in the itinerary. However, we are not responsible for any problems arising from the booking or services that we do not directly control.

Please pay attention to your valued properties. We have no responsibility for the loss or damage of luggage due to the delay, accident, natural disaster or political actions, except for the properties kept in our security boxes at our reception desk on board.
We have no responsibility for any mental or physical injury, illness, loss or death when such damages were neither the result of a physical injury to the Passenger, nor the result of that passenger having been not at actual risk of physical injury, nor intentionally inflicted by us.
If there is a dispute among a passengers, Cozy Boutique Cruise and/or a third party, Vietnamese law will be applied.
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Notes:
* (1) Sharing option: sharing boat with other group, private cabin.
** (2) Charter option: hiring the whole boat for a group.